Senior Director - Product / Customer Support

WHAT YOU’LL DO :

The Senior Director in the Product / Customer Support is responsible for leading a Team of Managers, Assistant Manager, leads and associates, as well as acting as a knowledge resource for Product Lines owned (i.e., Leasing, Maintenance, Single Family, among others); and / or Contact Types assigned (i.e., Email, Chat, Voice, Technical etc.); ensuring consistent delivery of the high-quality products delivered by RealPage. The tasks include but are not limited to assisting the Manager with staffing, quality control, has shared accountability to overall customer satisfaction, problem identification and reporting assignments, assists in managing to achieve departmental SLA’s (service level agreements), and has shared accountability. Senior Director will have direct responsibility for their team's daily performance, working with Workforce Management for the scheduling of the agents, daily / weekly / monthly reporting; schedule adherence; assist with training as it pertains to the position and providing input into performance reviews. The Senior Director will also play an active role in ensuring that department goals are being met or exceeded. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. Must provide ownership of the position and be able to effectively escalate problems or issues as they arise based off trained protocol.

PRIMARY RESPONSIBILITIES :

Performance :

• Collaborate with Managers / Asst Manager / Team leads to drive day-to-day operations in a seamless manner to ensure the group’s deliverables are met
• Validate the process efficiency ideas within the group and shortlist the potential ideas for implementation by partnering with the manager
• Assist the team to complete the project and involve in cross-functional projects as needed
• Analyze and Derive insights from the reports and assist the managers
• Partners with the manager to prepare the goals relevant to the process and in line with the business KPI’s
• Maintain seamless communication with the stakeholders

Process :

People :